Senior Technical Support Analyst - (US Shift)

Hiring - Senior Technical Support Analyst - FIX Financial Information Exchange Protocol - Remote /India role - (US Shift)

This role encompasses the day-to-day operation as a senior level 2 technical support executive, extends to the day-to-day engagement with internal, customer, and potentially 3rd party teams. This includes working collaboratively with our core development and professional services teams, and constantly looking for service and product improvements.

Role requires ideally have 8+ years’ experience in configuring, deploying, and supporting electronic trading systems or similar. A background in financial services trading systems, the FIX protocol, and trading message workflows especially equities and foreign exchange is therefore highly desirable.

Key Accountabilities

• Providing service management support to the customer within an SLA framework
• Providing an escalation point to the customers for service problems
• Take a lead role as service champion for certain strategic customers
• Maintenance and management of toolsets and Knowledge Base content
• Creating and presentation of the agreed Customer Service reports
• Embedding and driving compliance with policy and standard operating procedures
• Delivery against change control and request management processes
• Acting as the standard bearer for the (ITSM) Incident Management system and contributing to the on-going improvement of service levels
• To lead the continual development and improvement of the support team with the emphasis on customer focus being a priority

Key Responsibilities

• Taking a proactive approach with strategic customers to mitigate potential service issues
• Providing regular incident updates to the team and customers concerning open incidents
• Developing, co-ordinating and promoting incident management activities across the whole of Support and Development
• Taking responsibility for the effective functioning of the Incident Management processes across all support areas
• Providing expert advice to customers in the resolution of Incidents, including negotiation with customers, service support teams, and 3rd parties in order to resolve issues
• Managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups
• Ensuring effective and rapid response to Major Incidents
• Ensuring that any service breach is suitably recorded and described before it is closed
• Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
• Providing guidance on Incident Management to all support staff and assist in their training and knowledge development
• Reviewing and improving the accuracy and content of the Service Management System knowledge base
• Producing metrics for service performance and customer satisfaction both on a regular and an ad hoc basis
• Helping users and customers to know about the availability of services and the procedure for obtaining them.
• Maintain user and customer satisfaction through efficient and professional handling of all service requests
• Assist users and customers with general information, complaints, or comments.

Desirable qualifications:

• Networking
• AWS or Azure cloud management

Working Hours / Holidays:

US West Coast working hours

US Holidays (Indian Holidays will be working days)

Requirements

Requirements

• 8+ years’ experience supporting electronic trading platforms or applications
• In depth knowledge of the FIX messaging protocol versions 4.2 – 5.0
• Good knowledge of capital markets and trading workflow (ideally across more than one asset class)
• Ability to deploy trading solutions and make technical changes including:

 Define workflow

 Configuration

 Creation of deployment packages and client deployments

• Strong track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL)
• Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk)
• Ability to work within a structured support framework (to meet SLA target)
• Technical documentation skills
• Software testing experience
• Scripting skill and experience
• Unix / bash skills
• Proven customer and inter-team communication skills
• Ability to coach and mentor junior staff